SCORE Small Business Blog

Customer Service: Live (and Lead) a Customer Culture Passionately

Earn a Reputation of Customer Satisfaction

It’s one of my strongest beliefs that being customer-centric is the key to market success and growth. And the best way to drive growth through customer relationships is to build an organization that is truly customer-driven.

It’s something that takes continuous focus and commitment — and leadership from the top! It’s amazing how quickly organizations can turn inward and focus on their internal challenges rather than the customer.

Find ways to share examples of your customer-centric business in action. Make someone who goes above and beyond for a customer into a team hero. Send a company email, shout out in the office, go shake someone’s hand and compliment him when everyone is around to overhear. It doesn’t need to be formal — or subtle. But it does need to come from the leader of the organization. You need to model the behavior you want relentlessly. The whole team will watch you for clues on how to talk about and treat customers.

You cannot create a customer-centric company without people who actually care about customers. Hiring right is probably the single most important thing you do. If you have a customer centric company, you need to hire on customer centric values, you need to be willing to fire on customer centric values, and you have to promote and compensate on those values as well.

The focus on customer success has another, more subtle, benefit. It makes your employees feel good about the company and their work. It focuses them on the customer value you deliver, not just on making more money for the company. I am sure most of you have heard about how more than other groups, Gen Y employees want to know the work they are doing matters. Well, your customers can help them understand their impact!

Building a customer-centric company is not hard, nor is it expensive. It takes commitment and focus — relentless focus.

If you can build an organization that always does the right thing for your customers, your customers will do the right thing for you: They will remain loyal. They will tell their friends about you. They will be passionate advocates for your business and defenders of your brand. They will help you reach audiences you could never reach on your own by talking about you where they engage with friends, family, and colleagues (in person, on social media sites, etc.).

These unbiased reviews will encourage others to patronize your business, giving you a chance to wow new customers and turn them into advocates. It’s an endless loop that will return dividends for a long time to come.

Gail Goodman, Guest Blogger
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Discussion (8) Comment

  1. looks like our shine, is looking a little dull, right now!

  2. Patricia KingVisitor

    I can see that you are an expert in this area. I am launching a website soon, and your information will be very useful for me.. Thanks for all your help and wishing you all the success.

  3. Sid RothVisitor

    Nice Info. Do you mind if I talk about this post in my blog.

  4. David BartonVisitor

    The main goal of all bussiness is to serve thier customers and satisfy there needs, by doing this your company will grown even better..

  5. Melissa ScottVisitor

    I absolutely agree to this article, this is the golden rule, the people should be happy on what we do, by doing this we will grow better

  6. Yes! This is why although my niche is terribly small – tai chi- the annual convention I hold has great success. We do whatever we can to make the attendees happy. Seamless registration, fast service, we care about their ideas and take surveys to get feedback, and we try to get to know the repeat attendees by name, as best as we can. People need to know that others care about them and don’t just think of them as cattle or dollar signs. It’s a crowded and impersonal world, it’s nice to make someone smile.

  7. CorinneVisitor

    Completly right on article Gail! Unfortunately a lot of businesses do turn inward instead of focusing on customer satisfaction, which is the most important aspect of any company! Social media makes it easier than before to connect with your customers. I like your idea about making a customer into a team hero!

  8. Customer satisfaction is indeed most important factor in a business for achieving success. Customer centric approach can feather wing in the success of business, because it directly deal with customer’s feed back.
    I appreciate for writing such a useful article on this issue.



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